Everything to do with your documents happens in your tracking area. You do not need to email anything to us, and you should not send documents through social media.
Uploading a document
Go to your tracking area and sign in with your file number and the email address you used at checkout.
Open the documents section of your file.
If something is missing, that section names exactly what is needed, per traveller.
Select your file and upload it. That is all: our team sees it straight away.
You can do this from a phone, which is usually easier, since the photo is already there.
Replacing or deleting one
Each document we hold is shown on your file and can be replaced or deleted while your application is still with us. If you realise you sent the wrong page or a blurry image, replace it yourself rather than writing to us.
When documents are locked
Once your application has been filed with the US authorities, your documents are locked and can no longer be changed from your side. From that point only our team can act, and even we cannot alter an application that is already with the authorities.
This is why we check everything before filing, and why we ask you to look at what you have sent before it goes.
Nothing is uploading
If an upload fails, the usual causes are an unstable connection, a very large image, or an unsupported format. Try on another connection, and check that the file is a JPG, JPEG, PNG or GIF.
If it still fails, contact us with your file number and tell us which document and which device you are using. Do not send the document by another route unless we ask you to.
Group applications
Every traveller has their own documents and their own upload area, listed by name. A file cannot be submitted while any traveller is still missing something.